Jeff Edler Tree Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   The business did not state in their response that the unsolicited product received in December 2015 must be returned.  I will be happy to return this product if the business sends me the postage as I do not want to be charged again on my cc account for another miscommunication issue. Thank you very much for resolving this problem with Luminess Air.Sincerely,[redacted]

Please note that on October 7, 2015 Ms. [redacted] called in and placed an order for a Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99 if the product is kept past the 30 day trial period. All of our customers are given 30 days to try the product and in the event they do...

not like it, simply call during the trial period to obtain a Return Authorization number and return the product. If the product is kept past the 30 day trial period, per the terms and conditions given to Ms. [redacted] she'll be responsible for all of the installment payments until the airbrush system is paid for in full. Ms. [redacted]' 30 day trial period for return expired in November 2015. Our company received a call from Ms. [redacted] on January 25, 2016 requesting to return the product stating she had an allergic reaction to the foundation. She was advised that the trial period for return expired 2 months prior, but as a courtesy we offered to waive out her remaining 2 payments giving her a discount of $119.98 off of the cost of the system. We are shocked to see that Ms. [redacted] has filed this complaint against our company after we made a good faith effort by discounting her airbrush system since the product cannot be returned. As advised to Ms. [redacted], the airbrush system cannot be returned and the account is considered paid in full.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
 I still am dissatisfied that no suoervisor returned my calls after 6 attempts to have someone call me.  Poor customer service and I will never do business with them again nor will I recommend them to my friends.  This ended up by being my word against the co about returning the product.  I was not told there was a 2 week period to return the product but I did send the product back the day after I notified them of the allergic reaction.  Since I didnt hear anything from them until a month later when I got billed again I threw  away the post office receipt thinking that the matter was taken care of. It would be good for them to refund the entire amount billed in good faith to me.

Revdex.com:
This letter is to inform you that Luminess Direct LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/17/2016 and assigned ID [redacted].
[redacted] Sent: Tuesday, October 18, 2016 2:34...

PM To: drteam <[email protected]> Subject: Recent Complaint/Luminess Air   I recently submitted a complaint regarding false advertising etc. with the Luminess Air/Luminess Direct LLC in Texas.  I received a phone call a short while ago from a supervisor named [redacted] stating that they apologized with my dissatisfaction with the product and company and will be fully refunding the amount paid at the initial purchase after the product is received in their warehouse.  She is on [redacted] of customer service. I sent the product via [redacted] today and should be received by next week.  I wanted to update you on the current status of this occurrence.   Thank you,   [redacted]

Please note that we were shocked to see that a complaint was filed against our company regarding this matter as [redacted] spoke to a supervisor who overnighted a new system to her and it was delivered the next day. [redacted] has advised us that she would update this complaint. We sincerely value our...

customers and customer satisfaction is of utmost importance to us here at Luminess.  We would like to sincerely apologize for any misunderstanding regarding this matter.

On September 3, 2016,  [redacted]  went to our [redacted] and ordered a Luminess Airbrush System 30 day trial for $29.95 followed by 5 payments of $59.99 if the airbrush system is kept past the 30 day trial period. [redacted] also purchased a calligraphy eyeliner for an additional...

$9.99.  The payment information is listed on the very first page [redacted] came to, the terms and conditions she checked off on stating she has read, understands and accepts and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email to [redacted] confirming all of [redacted] agreed upon purchase details.   All trial customers have a complete 30 days from the delivery date to try the airbrush system and in the event they aren’t completely satisfied with the results then return the product for a refund of the purchase price less paid shipping and handling and initial trial cost before the 30 day trial period ends for all orders.     We are a proud accredited member of the Revdex.com and can assure you that all payment information and terms were clearly disclosed upfront at time of purchase and unfortunately it appears that [redacted] did not actually read the terms and payment information in which she agreed to at time of purchase.  Per the agreed upon terms and conditions, the 30 day trial cost is non-refundable, but as a courtesy in good faith to bring closure to this matter, we’ll gladly refund the amount in which [redacted] paid to our company, $46.80.  Please allow 3-5 business days for the refund to appear. Please note that we will not be refunding the return shipping cost as customers are responsible for paying their own return shipping.

Please note Ms. [redacted] called our company 7 months ago on 4/1/15 and ordered a Luminess Airbrush Kit 30 day trial for $19.95 followed by 5 payments of $59.99 if she decides to keep the product past the 30 day trial. She also purchased an additional family plan airbrush system for $20 more on the...

30 day trial followed by 5 payments of $20. She was also informed on the call that “Starting 30 days from your order date, she would receive a 60 day supply of airbrush foundations every other month for $29.95 + S/H/P per month, which she can call to cancel at anytime”. All of our customers are given 30 days to try the airbrush system and in the event they aren’t satisfied, call and obtain a Return Authorization number during the 30 day trial period and send it back and owe nothing further. In the event the airbrush system is kept past the 30 day trial period the customer is responsible for the installment payments to pay off the actual airbrush system.
On 7/23/15, Ms. [redacted] called our company stating she was not aware that there would be payments following the 30 day trial period. We reviewed the recorded call placed at time of purchase to confirm that all payment information for the airbrush system as well as makeup club was clearly disclosed to Ms. [redacted] and she agreed to the terms by giving an electronic signature. Due to the confusion, as a courtesy in good faith we discounted 2 of her agreed upon payments giving her a discount of $159.98 off of the airbrush systems she currently has in her possession. Her Revdex.com complaint states “I am not happy for the result on my face” which also confirms she has the airbrush systems that were ordered back in May 2015 in her possession.
Unfortunately, it appears that Ms. [redacted] is getting the cost of the airbrush system mixed up with the automatic makeup club charges. She cancelled out the auto-shipments, but never returned the airbrush systems. Ms. [redacted]’s informed us that she did not receive her July makeup club shipments and we emailed her a Fed-Ex claim form, but it was never returned back to our company. We will however make an exception and refund the $35.06 club charge, but there will be no refunds for the airbrush systems that she has confirmed is in her possession. Also, per Ms. [redacted] request on 7/23/15 we cancelled out her makeup club and she has not received any further makeup club charges or shipments from our company.
Please allow 3-5 business days for the $35.06 makeup club shipment that was charged in July 2015 in which Ms. [redacted] states she never received. We sincerely apologize for this misunderstanding and have the recorded phone call readily available for Ms. [redacted] to review.

Mr. [redacted] is claiming that he did not open the package and returned it to sender via his post office.  If the package was refused and sent back to our company unopened then the package would show coming back to our company on the same tracking number in which we shipped and delivered to him on January 12, 2018 at 12:37pm. Please have Mr. [redacted] review our [redacted] tracking number provided to confirm that we DID NOT receive the package back as the tracking number is still showing that it was delivered to Oklahoma and not returned back to our company. If the package was returned we would have gladly processed it in and have no reason despite the claims Mr. [redacted] is making. We will not continue going back and forth about this matter. Mr. [redacted] was provided return instructions and chose not to return the package accordingly and now the package has been lost and our company is being blamed. Please review [redacted] tracking #[redacted] directly via the [redacted] website to confirm that we NEVER received the package as stated by Mr. [redacted] and he should take this matter up with his post office. We will gladly provide an image of the tracking history directly from the [redacted] website if need be to confirm that the product was NOT returned back to our company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:I have already filed once and did not receive a response in a timely manner so Revdex.com dropped it. However, I have asked more then once for proof that this product was mailed to my address. A signed form from the UPS, FedEx, or post office or however it was delivered. They stated that they have this and if that is the case, with my signature, I would be happy to purchase this. But considering I know I did not order this, I believe this is all a scam.TranslateDesired Resolution / OutcomeDesired Resolution:Correction to a credit reportselectDesired Outcome:I want this cleared up immediately.

On May 23, 2016  a person by the name of Kendra [redacted]  went to our website and ordered a Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $69.99 if the airbrush system is kept past the 30 day trial period. The payment information is listed on the very first page...

Ms. [redacted] came to, the terms and conditions she checked off on stating she has read, understands and accepts and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email to [redacted]  confirming all of Ms. [redacted]’s agreed upon purchase details.   Ms. [redacted]  was also given the exact verbiage below regarding the Luminess Air Club in which she checked off on the terms and conditions stating she has read and accepts.   Club verbiage provided on Checkout page: Starting 30 days from your order date, you’ll receive a 60 day supply of  airbrush foundations every other month at  the guaranteed low price of just $29.95 + S/H/P per month, which you may conveniently call to cancel. There is no commitment or minimum to buy.  To customize this program or future shipments and charges, call customer service.   She also checked off on the following terms and conditions regarding the club:  The Luminess Air Club offers the convenience of having refills of your Luminess Air cosmetics delivered to your door steps in a timely and automatic manner.  You will receive your two shades ever so often as agreed; product will be delivered to your address.  All you pay is $29.95 plus S/H/P per month or as agreed.  Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749-5777.   All trial customers have a complete 30 days from the delivery date to try the airbrush system and in the event they aren’t completely satisfied with the results then return the product for a refund of the purchase price and security deposit, less paid shipping and handling and initial trial cost before the 30 day trial period ends for all orders. Per the agreed upon terms and conditions, a 30 day trial order becomes a final sale which is non-returnable and non-refundable once the 30 Day in home trial expires and any future balance becomes payable as agreed at the time of order.    On September 7, 2016 we received a call from Ms. [redacted] demanding to return the airbrush system for a full refund. The agent advised her that the product is ineligible for return as her 30 day trial period expired months prior. Ms. [redacted] demanded to return the product and our company made an exception to allow the return, but a 25% restocking fee will be assessed off of the full purchase price. To date, Ms. [redacted] has made 3 of the 5 agreed upon payments and as a courtesy in good faith, we offered to waive the final 2 payments due and the account would be considered “paid in full”. Ms. [redacted] declined this good faith effort. We would like to sincerely apologize for any misunderstanding regarding this matter and asking that Ms. [redacted] forward the emails and phone records showing the attempts that were made to our company regarding this account as we have no record of these prior attempts.  We see that a makeup club shipment generated on September 5th and we were able to get the club cancelled out and have issued the refund of $37.95 back to the card on file. We are a proud accredited member of the Revdex.com and believe in full disclosure and can assure you that all payment information and terms were clearly disclosed at time of purchase, unfortunately it appears that Ms. [redacted] did not actually read the payment information and terms that she agreed to at time of purchase on May 23, 2016 and we sincerely apologize for this misunderstanding. As previously discussed with Ms. [redacted] upon return of the product a 25% restocking fee will be assessed due to the product being returned outside of the 30 day trial return period.

We would like to sincerely apologize for the misunderstanding regarding this matter. Please note that we are not refusing to allow [redacted] to cancel this order. Per the Refund Policy Terms and Conditions, "Initial shipping/handling charges and initial 30 day trial cost are non-refundable....

Applicable refunds on authorized returned product will be processed within 30 days of receiving returns. Allow 4-8 weeks for return to appear on your credit card statement. (If you do not see your return amount appear on your statement after up to 8 weeks, contact us IMMEDIATELY (1-888-793-7474) before calling your credit card company as this will expedite claims). Partial or no refunds may apply if product is received incomplete or returned after RA# allowable date."
As of now, we are still within the timeframe for processing in [redacted] return. To date, [redacted] has only been charged the 30 day trial cost plus processing fee ($25.91) and per the agreed upon terms, this cost is non-refundable. As a courtesy in good faith, we'll make an exception and refund the $25.91 once the product is processed in.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  
  Thank you

Please note that Ms. [redacted]'s 30 day trial period expired to return the product, but we made an exception and issued her a RA# for return. Ms. [redacted] informed our company that she would notify the Revdex.com with this update. This matter is considered resolved and closed. Thanks,

According to our records, on March 8, 2014 a person by the name of [redacted] went to our website and ordered a Professional Luminess Airbrush System 30 day trial for $29.95 followed by 5 payments of $69.99 if the airbrush system is kept past the 30 day trial period. The person who placed the...

order online had the package delivered to the physical address and email address below:
[redacted],
MURPHY NC [redacted]
PHONE: [redacted]
EMAIL: [redacted]
The claim in which she made raised questions because normally if fraud occurs, the person who actually committed the fraud would not have the package delivered to the home in which they broke into as well as use the persons email address to receive delivery confirmation. Please have Ms. [redacted] provide the actual police report that states this airbrush system in question was fraudulently ordered on March 8, 2014 and we’ll gladly review the information. We look forward to bringing a resolution to this matter.

Thank you for bringing this matter to our attention.  We have reviewed the account in question and found that a supervisor did indeed make an attempt to contact Mr. [redacted] at the number listed on the account to inform him that we received his proof of return via email and the account was...

refunded in the amount of $114.90. A voicemail was left requesting a callback.  The initial tracking information ( #[redacted])  provided by Mr. [redacted] did not pull up any information and a refund could not be issued until we had the proof. Once we received the actual proof the promised refund was issued. Please allow 3-5 business days for the refund to appear back to the card on file.  This matter is considered resolved and closed.

On 8/21/15, Ms. [redacted] went to our website and ordered a discounted Luminess Legend Airbrush System for only $149. She agreed to the Terms and Conditions which advised her that this discounted offer is considered a Final Sale and cannot be returned. Ms. [redacted] had the option to order the 30 day...

trial TV Offer which consists of a 30 day trial for $19.95 followed by 5 payments of $59.99 ($319.90). It appears that Ms. [redacted] is getting the infomercial terms confused with the terms for discounted airbrush systems. We sincerely apologize that Ms. [redacted] didn’t realize the terms for the discounted airbrush systems ($149) are totally different from the 30 day trial airbrush systems on the TV Offer (30 days $19.95 followed by 5 payments of $59.99). As a courtesy in good faith due to the confusion, we are allowing Ms. [redacted] to return the Final Sale airbrush system and receive a full refund once processed in. On 9/4/15, Ms. [redacted] was provided RA#[redacted], please have the product returned by 9/18/15 as advised. As per the terms, customers are responsible for paying return shipping to send the product back to our company.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10941784, and find that this resolution would be satisfactory to me.  
I accept that a refund will be made to my credit card for $ 44.90 that I spent on [redacted]  I DO want to add that I tried to call about this problem.  After two emails from Nytrice, their agent, I called the toll free number to further discuss this.  I was unable to get through after several attempts, so I gave up.  Finally, I decided to contact Revdex.com, even though I saw that this company had a A+ rating.  I still feel that Luminiss in NOT forthcoming in their advertising of their product and  "30 day money back guarantee" .   In my case, I returned the kit with unopened product, thinking that I was going to be covered by the guarantee.  A "money back guarantee" would apply to money paid....not money billed in the future.   I'm sure that many folks have been led to believe that the trial is covered.  I thank the company for refunding my charge, but I still feel that there should be a check on their handling of terms and conditions.  My invoice says nothing about the trial being a final cost.  It's definitely a "Buyer Beware" case.

We would like to sincerely apologize for any misunderstanding regarding this matter. According to our records Ms. [redacted] called on March 27, 2015 regarding her makeup club stating she no longer wants the auto-delivery. We cancelled out the makeup club and then Ms. [redacted] asked the agent instead of...

cancelling can it be pushed out to a further date until she needs it. Per her request we reinstated her club and pushed the automatic delivery to 6 months. We charged her club 6 months later and received a call from Ms. [redacted] stating she cancelled out the club and should not have received a shipment. The agent informed her that our records indicate she changed the frequency and we advised her to return the shipment and a refund was issued. We have cancelled out the makeup club and refunded the $35.12 charge. Ms. [redacted] will receive no further shipments or charges from our company and we sincerely apologize for any inconvenience this may have caused.

Thank you for bringing this matter to our attention as customer satisfaction is of utmost importance to us here at Luminess.  On February 8, 2018, the customer called to obtain a Return Authorization Number to return the product and was given RA # [redacted] along with return instructions....

On March 7, 2017 the customer requested to cancel the makeup club stating she returned the system. The agent cancelled the makeup club immediately and refunded the club charge, but explained to the customer that we have not received the airbrush system and requested proof of delivery such as a tracking number. On March 27, 2018, we received a call from the customer informing us that she would call back and provide the proof of delivery. Unfortunately we never received the package nor proof of delivery and as of now, the customer has 1 payment remaining which is due on June 15, 2018 and the system will be paid in full. The customer has already been advised of this information and we look forward to bringing a resolution to this matter.

On November 5, 2016 a person by the name of [redacted] went to our [redacted] and ordered a Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99 if the airbrush system is kept past the 30 day trial period. The payment information is listed on the very first page Ms....

[redacted]  came to, the terms and conditions she checked off on stating she has read, understands and accepts and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email to   [redacted] confirming all of Ms. [redacted]’s agreed upon purchase details.   Ms. [redacted] was also given the exact verbiage below regarding the Luminess Air Club in which she checked off on the terms and conditions stating she has read and accept.   Club verbiage provided on Checkout page: Starting 30 days from your order date, you’ll receive a 60 day supply of  airbrush foundations every other month at  the guaranteed low price of just $39.95 + S/H/P per month, which you may conveniently call to cancel. There is no commitment or minimum to buy.  To customize this program or future shipments and charges, call customer service.   She also checked off on the following terms and conditions regarding the club:  The Luminess Air Club offers the convenience of having refills of your Luminess Air cosmetics delivered to your door steps in a timely and automatic manner.  You will receive your two shades ever so often as agreed; product will be delivered to your address.  All you pay is $39.95 plus S/H/P per month or as agreed.  Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749-5777.   All trial customers have a complete 30 days from the delivery date to try the airbrush system and in the event they aren’t completely satisfied with the results then return the product for a refund of the purchase price and security deposit, less paid shipping and handling and initial trial cost before the 30 day trial period ends for all orders. Per the agreed upon terms and conditions, a 30 day trial order becomes a final sale which is non-returnable and non-refundable once the 30 Day in home trial expires and any future balance becomes payable as agreed at the time of order.    On November 22, 2016, we received a call from Ms. [redacted] requesting to return the product. We provided Ms. [redacted] with Return Authorization [redacted] and gave her the return instructions as well as informed her that the Return Authorization Number has a 2 week expiration date and the product must be returned back to our facility by December 6, 2016.  Ms. [redacted] did not return the product by the due date and the club and installment payments were scheduled to generate as agreed to at the time of purchase.  We received a call from Ms. [redacted] on January 3, 2017 questioning the club charge. The agent advised her that the airbrush system was never returned and per the agreed upon terms and conditions, a 30 day trial order becomes a final sale which is non-returnable and non-refundable once the 30 Day in home trial expires and any future balance becomes payable as agreed at the time of order.  At this time, Ms. [redacted] then requested that the makeup club be cancelled out and we cancelled it out immediately per her request. We also advised Ms. [redacted] that we’ll gladly issue a refund for the makeup club charge once the club shipment is returned.  We are still awaiting the return of the makeup club shipment, but as a courtesy we have moved forward and initiated the $35.06 refund. As discussed with Ms. [redacted], we can only refund the [redacted] card used at time of purchase and cannot issue a refund to any other card and apologize for this inconvenience.    Ms. [redacted] did not return the actual airbrush system until over a month after the Return Authorization Number expired on January 5, 2016. Per the terms and conditions she checked off on and agreed to, the 30 day trial cost is non-refundable, but we did however accept the expired return.      We would like to sincerely apologize for any misunderstanding regarding our refund process. We are a proud accredited member of the Revdex.com and believe in full disclosure and can assure you that all payment information and terms were clearly disclosed at time of purchase, unfortunately it appears that Ms. [redacted] did not actually read the payment information and terms that were provided to her at time of purchase and we sincerely apologize for this misunderstanding.